Country Head of Service Operations

About the Role

We are aggressively expanding our consumer device brand across the region and are seeking a highly experienced Country Head of Service Operations to lead our after-sales infrastructure from the ground up. In this role, you will own the end-to-end service strategy, execute the rollout of full-scale service centers, establish partner networks, and ensure our customers receive world-class, seamless support. You will own the country's service P&L, team leadership, parts logistics, and operational compliance.

Key Responsibilities

1. Infrastructure Setup & Network Expansion

• Flagship Centers: Spearhead the location scouting, setup, and operational launch of full-scale service centers across all major tier-1 cities in the country.
• Partner Network (Shop-in-Shop): Identify, train, and certify retail partners to establish "Mini Service Stations" (shop-in-shop models) to expand regional footprint without heavy CapEx.
• Collection Points: Design and map out a comprehensive, nationwide network of device collection and drop-off points for deep rural and tier-3 city accessibility.

2. End-to-End Operations & Process Management

• Take absolute ownership of the entire country's service operations, ensuring turnaround times (TAT) and customer satisfaction scores meet strict global standards.
• Design and implement standardized operating procedures (SOPs) deeply aligned with top-tier OEM service norms and quality benchmarks.
• Govern the complete reverse logistics process, ensuring the safe, trackable, and swift movement of defective and repaired units across the country.

3. Supply Chain & ERP Management

• Manage the end-to-end spare parts supply chain, including demand forecasting, inventory control, and optimizing re-ordering levels to prevent stock-outs.
• Utilize and administer the centralized Service ERP system to track repairs, manage inventory, generate operational dashboards, and audit service metrics.

4. Team Leadership & Capability Building

• Recruit, train, and mentor a high-performing nationwide team of service engineers, technicians, front-desk staff, and regional managers.
• Develop localized training modules for both internal staff and third-party partner technicians to ensure consistent repair quality across all touchpoints.

Candidate Requirements

• Experience: Minimum of 10+ years of core experience in after-sales service operations within the mobile device/consumer electronics sector.
• OEM Pedigree: Prior leadership experience managing service networks for tier-1 OEM brands (e.g., Samsung, Transsion, or equivalent) is strictly required.
• Local Expertise: Must be a citizen of the country with deep operational knowledge of the local geography, logistics infrastructure, and consumer behavior.
• Language Skills: Complete fluency in English and all relevant local languages/dialects.
• Technical & Systems Proficiency: Strong hands-on experience utilizing enterprise-grade Service ERP software for parts and ticket management.
• Leadership: Proven track record of managing large, distributed teams of technicians and regional service managers.

Location: [Tanzania / Kenya / Rwanda / Uganda / DRC / Nigeria / Sierra Leone]

Employment Type: Full-time

Reporting To: Group CEO / Global Service Director

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